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Become a part of our caring community and help us put health first

The Care Delivery Call Quality Professional works within the PCO Growth and Retention group. The Care Delivery Call Quality Professional will be responsible for auditing, training and monitoring the Tele Sales Agents who are responsible for converting Medicare eligible callers to patients. The Care Delivery Call Quality Professional is responsible for conducting quality assurance reviews of service recovery interactions, resolving escalated patient concerns with empathy and efficiency, and providing actionable feedback to improve frontline service delivery. The Care Delivery Call Quality Professional ensures that quality and productivity standards are maintained while working independently.

Role Responsibilities:

+ Maintain Quality Assurance scorecard

+ Align with Training on curriculum, process and procedure, updates and enhancements

+ Document quality issues and performance measures

+ Monitor and evaluate the quality of inbound and/or outbound Telesales calls

+ Provide coaching and feedback to Telesales Agents

+ Partner with PCO Sales, Retention, Patient Experience and Sales Operations leadership

+ Review and approve Sales and Retention Incentive Plan exceptions

+ Research and process NPS invalidations

+ Manage NPS escalations and feedback loop

Use your skills to make an impact

Required Qualifications

+ Comfortable working in a telephonic intensive environment

+ Proficient in Microsoft Outlook, Word and Excel. Ability to multi-task and navigate through various software platforms.

+ Demonstrate strong active listening and verbal communication skills

+ Passionate about contributing to an organization focused on continuously improving consumer experiences

+ **Bilingual in English/Spanish with the ability to speak, read and write in both languages without limitations or assistance**

Preferred Qualifications

+ Bachelor’s Degree

+ 2+ years of experience in a call center, patient experience, or customer service role

+ Telephonic Sales, service recovery and/or call quality auditing experience

+ Understanding of value-based primary care and/or Medicare Advantage

+ Familiarity with healthcare systems and patient satisfaction metrics (e.g., CAHPS)

Additional Information

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested

Satellite, cellular and microwave connection can be used only if approved by leadership

Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.

Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$71,100 - $97,800 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Application Deadline: 12-31-2025

About us

About CenterWell Senior Primary Care: CenterWell Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. Our unique care model focuses on personalized experiences, taking time to listen, learn and address the factors that impact patient well-being. Our integrated care teams, which include physicians, nurses, behavioral health specialists and more, spend up to 50 percent more time with patients, providing compassionate, personalized care that brings better health outcomes. We go beyond physical health by also addressing other factors that can impact a patient’s well-being.

About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation’s largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first – for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one.

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Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Centerwell, a wholly owned subsidiary of Humana, complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our full accessibility rights information and language options https://www.partnersinprimarycare.com/accessibility-resources